Frequently Asked Questions

General

Resort casinos in Windsor, Niagara Falls and Barrie are large facilities that offer more gaming options, higher wagering limits, and a wide range of amenities such as hotels, entertainment venues and meeting/convention areas.

Strict age controls are a key component of our commitment to social responsibility. A person must be at least 19 years of age to enter a gaming site, the same minimum age as required for the serving of alcohol.

OLG is required to restrict several classes of individuals from playing or winning prizes, as mandated by our regulator, the Alcohol and Gaming Commission of Ontario (AGCO). This is consistent with the public’s expectation that these classes, including those who are underage and self-excluded, should not gamble at a Gaming Site.

The classes of persons not eligible to receive a prize include:

An individual under the age of 19;

Self-excluded individuals;

An individual that has been restricted from accessing the Gaming Site or gambling at the Gaming Site as a condition of a court order;

An individual that has been excluded from the casino by the AGCO;

Officers, members of the board of directors, or partners of the Supplier responsible for the operation of the Site;

Registered gaming assistants of the Gaming Site operator at any Gaming Site operated by that operator;

Registered gaming assistants of OLG;

Executives or staff of a trade union who represent or negotiate on behalf of employees employed at the Gaming Site;

Employees of registered suppliers who maintain or repair gaming equipment at the Gaming Site;

Members of the board of directors or employees of the AGCO;

Officers, members of the board of directors, or employees of OLG; and

OLG employees registered as a Category 1 Gaming Assistant.

100% of withheld prizes will be invested in Ontario for public priorities like health care and education.

Loyalty Programs

Depending on the gaming property you are visiting, we have two loyalty programs. Player Plus is the loyalty program offered at OLG Slots at Georgian Downs. Winner’s Circle Rewards is the loyalty program offered at all other participating OLG Slots and Casinos locations.

Signing up is easy. Just stop by the Winner’s Circle Rewards desk at any participating OLG Slots and Casinos location, or the Player Plus desk at OLG Slots at Georgian Downs, and one of our representatives would be happy to help. You must be 19 years of age or older and don’t forget to bring valid government-issued photo identification.

Responsible Gambling

At OLG, our goal is to educate players and assist in the prevention and mitigation of problem gambling. That’s why we contribute close to $40 million each year on the prevention, treatment and research of problem gambling in Ontario.

In addition, each of our Responsible Gambling (RG) program areas are designed to support this goal:

Employee Training: we work with experts from the Centre for Addiction and Mental Health (CAMH) to ensure our employees, operators and retailers are aware of and can respond to signs of problem gambling.

Player Education: we promote key RG principles using a variety of communications and materials, through playsmart.ca, Responsible Gambling Resource Centres (RGRCs) in all slots, casino and bingo venues, and more.

Advertising & Marketing: we commit to not mislead audiences, target underage or self-excluded individuals, and to include a responsible gambling message where effective.

Game Design: we work to ensure that game information is clear, truthful and aligned with standards set by the Alcohol and Gaming Commission of Ontario (AGCO).

Research: we work with stakeholders, academics, and independent market researchers to ensure RG programming is relevant, effective and evidence-based.

Treatment Referral: we build relationships with treatment providers and promote their services using our PlaySmart website and brochures.

Reporting, Measurement, and Certification: we work to continuously improve the RG program by measuring, evaluating and publishing its outputs and outcomes.

Community Engagement: we attend community meetings to present our program, answer questions, and listen to our stakeholders’ concerns.

Slots

Random number generators do. There’s one inside every slot machine, and they generate thousands of numbers a second. Each one of those numbers has an equal chance of being a winner. Since slot machines are regulated by the Alcohol and Gaming Commission of Ontario (AGCO) in order to ensure they are completely random, there’s no way to tell when a winning combination will be selected.

Random number generators on slots are the reason why some people win on their first try, while others can spend hours playing and not win anything.

Any customer can play multiple games at once, as long as they are side by side and on the same bank. Customers must be ‘actively’ playing both/all games, not holding one while playing the other. A customer may be asked to give up a game when no other game of this type is available.

Please ask a slot representative for assistance and they will locate another machine identical to the one you would like to play. If there is no other machines on the gaming floor available, the slot representative can ask the person to give up one of their games.

To encourage responsible play and provide great service, we are happy to hold a game for 5-10 minutes for a quick break for any of our customers. Please ask any employee to assist you. We will also shut a game down for up to 30 minutes for a customer to have dinner or take a longer break. As part of our loyalty program, depending on a customer’s membership level, their perks can include game holds for longer periods.

Decisions on game holds will vary according to business levels, time of day, and tier level of the customer. Please ask an employee to assist you with this request.

Do not confront the individual if they are still there. Ask the nearest employee for assistance and tell them as much information about the machine, including the time it happened, how much credits were in the machine, etc. The employee will notify security and they will investigate the claim.

Occasionally, OLG Slots and Casinos run slot tournaments. Selected slot machines are switched to “Tournament Mode” where a timer is placed on the machine, and entrants will compete against each other to score the highest total points within the time limit. Prizes vary from merchandise, slot play, cash, and other great prizes!

You need to sign up for a Winner’s Circle Rewards card, and then sign-up at the desk when a tournament is running. Tournaments can run for 3-4 weeks at several different times a day, and in order to be a participant you will need to register during the registration time of the tournament you would like to attend. Stop by the Winner’s Circle Rewards desk during your next visit to see if there are any tournaments coming up you may be eligible to participate in.

The most recent games history can be reviewed to determine if you were paid incorrectly. We recommend you stop playing and call for an attendant. While you wait, please read the pay table located on the slot machine to better understand the rules and criteria for each payout.

Any one of our slot representatives on the gaming floor would be happy to walk you through how to play a specific game. They are experts on the games, and can walk you through the rules and pay structures for any game. You can also learn more about how to play by clicking here.

Table Games

Limits are determined by the management team at each gaming property based on business volume and customer demand. If you would like to request a specific limit then please speak to a Pit Boss to determine if that limit is available.

Yes, we often run poker tournaments at OLG Casino Brantford! Tournaments can be played with a live dealer, or on our electronic tables. If you are interested in registering for a poker tournament, please visit the Winner’s Circle Rewards desk or table games area at your preferred gaming location for more details.

We offer a variety of tables games at select gaming sites. Games offered include Poker, Blackjack, Baccarat, Roulette, Sic Bo, and Craps. If you would like to know which specific type of table game is offered, please visit the table games area at your preferred casino, or contact our Customer Support Centre at 1-800-387-0098.

This Web site is for the use of adults in the Province of Ontario, Canada. Lottery and charitable gaming products are only available to those persons 18 years of age and over, while casinos and slot facilities in Ontario are restricted to those persons 19 years of age and over.